Brand new user, signed up to virgin media with my email account, tried to login online, was asked to create O2 ID - created it using the same email address, then was asked to map the two and getting this error:“We’ve found your Virgin Media accountHowever, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.We’ll then send an email to that email address to approve the transfer.”I then write the same email I used for both accounts but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document. I tried getting support in person, I rang custom service and I'm yet to have this resolved, half a week into my trial period...

Hi Gareth, As you can see, multiple people have the same problem I do so please could you report this to the engineering team and support myself and others on this thread for the time being?

Hi Steven,I have indeed tried creating a different O2 ID - I sadly cannot try a different virgin media account because that one I want to connect is tied to the contract I signed. I saw multiple reports of the same problem across the last 2-3 days on this forum so it appears to be a server-side issue...I believe I need someone to tie my accounts for me as your service is currently broken, as per:https://community.virginmedia.com/discussions/ManageAccountCable/linking-virgin-media-account-to-virgin-media-o2-id-account/5652296Not able to link virgin media account to virgin media O2 ID account | Virgin Media Community - 5652909And many more... Where the only solution that worked was after the support reached out to the person who made the post via private message.

Hi all,I too am a new customer. I was told by both the salesman and the welcome email that I needed to set up this account with an O2id straight away so I could track the progress of my order. As others have discovered, trying to link to a virgin media account then gives the error that passwords don't match. I tried a couple of times on my ipad and laptop but decided not to run out of attempts. I'd received all the relevant emails re contract, DD, etc so knew the email address was OK.I managed, eventually, to get referred to customer services by the chatbot who told me it wouldn't work until my service went live (fortnight Monday) I explained I had been told it would enable me to follow the progress of my order but was told it wouldn't work until the account was set up. Fair enough I thought. The following day I had the exterior works completed and thought I'd try again, no luck again. I'm getting a bit worried about what Ive signed up for as I now won't get access to anything until it goes live. The plus side is I'm only on day 2 of the 14 day cooling off period so if nothing happens in the next couple of weeks I may well look elsewhere. Not a good start.

Jchnanty wrote:The plus side is I'm only on day 2 of the 14 day cooling off period so if nothing happens in the next couple of weeks I may well look elsewhere.Your 14 day cooling off period should start from when your service goes live.

Hi DrPman Welcome to the Community Forums. Sorry to hear you're having issues linking your accounts. We are working externally and within the Community to find troubleshooting steps which help customers through this process. Are you able to try the steps here, where we've seen customers using this workaround have been able to link their Virgin Media O2 ID? Let us know how you get on with these steps, and if you've any further concerns, please let us know.

Unable to link virgin media account to virgin media O2 ID account

43 Replies

DrPman
Settling in
5 months ago
Brilliant! Thank you for the very specific work around (haven't used Bing in about 15 years!) - it worked perfectly!
- Lee_R
  Forum Team
  5 months ago
  Hi DrPman thanks for getting back to us. And thanks for the update. We're delighted to hear that the workaround provided by your fellow community member worked for you. Please do reach out to us in the future, should you need assistance.
  
  Regards
  
  Lee_R
DolphinDaisy
Joining in
4 months ago
I'm a new user too, though I've been with VM before. I'm having a similar problem. I've gotten a email from VM 5 days ago to make a VM account. I've made a VM O2 account and have registered to the service close to a month ago or more(with help from my daughter).
Pressing the button in the email VM sent me takes me to the VM login but it redirects me to a page which says:
'Sorry, you can’t access this page You don't have a Virgin Media account linked to your Virgin Media O2 ID right now. Tap the button below to link your account. If you don't want to link your account now, go to your Virgin Media O2 ID and Security settings.'
I can't even sign up to make an account if I need to.
- Robert_P
  Forum Team
  4 months ago
  Hello DolphinDaisy
  
  Sorry to hear of the issues with your Virgin Media O2 ID, we appreciate you taking the time to raise this with us via the forums and welcome to the community.
  
  You’ll need a Virgin Media O2 ID to manage Virgin Media and O2 services online. This replaces your My Virgin Media sign in or My O2 sign in to be done with two different sets of sign in credentials.
  
  This way you’ll only need to remember one set of sign in credentials to access all your Virgin Media and O2 services. Our Virgin Media O2 ID is backed by the latest security methods, like passkeys, making your online experience safer and more secure.
  
  When you sign in on either the Virgin Media or O2 app with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device.
  
  If you’re having issues signing in to Virgin Media Mail, it could be because you’ve changed your Virgin Media O2 ID sign in details to something other than your Virgin Media Mail email address. If you’ve done this, sign in to Virgin Media Mail with the email you’ve used for your Virgin Media O2 ID. For example, if we gave you the username anexample@virginmedia.com, and you changed this to anexample@gmail.com in your online account settings, you’ll need to use the second email address to sign in to your anexample@virginmedia.com inbox.
  
  If you use an email client, you need to use your Virgin Media Mail email address as the username, and your separate Virgin Media Mail app password. You can manage your email app password by signing in to My Virgin Media with your Virgin Media O2 ID, heading to Account settings, and then ID settings.
  
  As this app password is separate from your Virgin Media O2 sign in details for Virgin Media and O2 websites (or any Virgin Media apps), this won’t affect your My Virgin Media O2 password. So, if you check your Virgin Media Mail emails through My Virgin Media O2 or at mail.virginmedia.com, you'll still only need your My Virgin Media O2 password, if you have one.
  
  Using bookmark or favourite to access Virgin Media Mail? If you use Virgin Media Mail regularly you may have saved the page to your web browser. We recommend accessing Virgin Media Mail from My Virgin Media, as this also provides links to our other services and information about your Virgin Media account. To do this:
  
  Go to My Virgin Media
  
  Tap sign In and enter your Virgin Media O2 ID – remember these may not be the same as the details you use for Virgin Media Mail
  
  Once you’ve signed in to My Virgin Media, navigate down to Quick links and tap on Virgin Media Mail to go to your email inbox
  - DolphinDaisy
    Joining in
    4 months ago
    I just clicked http://mail.virginmedia.com/ and the same thing came up. You and VM say you don't need a VM account but this proves differently.
    When we try linking our VM account this comes up.
    Whenever we try making a VM account it takes us to VM O2. Me and my daughter(who's writing this) is tired of this, and we've only been with VM for a few days.
DolphinDaisy
Joining in
4 months ago
The engineer had come on the 29 Aug. He had everything set up and everything running. He told mum to wait 24 hours to either link the accounts or to register. It's over 24hr and it still doesn't work.
I contacted support on whatsapp and the person said there is an account with the details I provided. Mum has a old laptop(Windows 7), I thought it was that. I tried on mine(Windows 11). Same result.
- VM02-strokeby50
  On our wavelength
  4 months ago
  This is still not working. Have been a VM customer for years but since they made it so that everyone had to migrate onto a new VMO2 account I can't access my account (it isn't found when I try to link them but entering my account details) and I can't access Sky Sports on my devices.
  Customer services say they are looking into it but, after many years of hearing the same old thing, I know nothing will happen. Told them over a week ago and they just keep saying it will be sorted in 48 hours.
  - Molly_T
    Forum Team
    4 months ago
    Hi VM02-strokeby50 👋
    
    Welcome to the community forum! Thanks for joining this thread and adding your personal experience.
    
    Sorry to hear you are having some difficulties accessing your online account 👉 virg.in/myVM following the changes to VMO2 ID.
    
    You need to log in to sky sports using your primary VMO2 ID email address in order to access it. It sounds like the team have likely already raised an IT ticket for you to help get this sorted. I'm happy to check the status of this for you - if you can please keep an eye on your Inbox 📩 in the top right corner of the page for a PM offering further support.
    
    I will also mention that if you need to update the VMO2 ID email address we are sadly unable to do this via any of our digital platforms - you will need to give us a call on 📞0345 454 1111 or 150 from a VM landline.
    
    Thanks for your patience whilst we offer further support! We can return to this public thread with another update when possible. 🌞

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Unable to link virgin media account to virgin media O2 ID account

43 Replies

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